Ticket tracking
Ticket tracking
Once you’ve created a ticket from the Support section, you can follow its progress directly from your Livantra account. This feature allows you to check the status of your requests, read replies from the support team, and send additional messages within the same conversation thread.
Ticket tracking is the fastest and most secure way to maintain continuous communication with the Livantra customer service team, while keeping a complete record of all messages.
How to access ticket tracking
- Log in to your Livantra account.
- In the left-hand menu, select “Support.”
- In the My Tickets section, you’ll see a list of all tickets you’ve created, organized into two tabs:
- Open: Tickets currently being handled by the Livantra team.
- Closed: Tickets that have been resolved or finalized.
- Click the “View” button next to the ticket you want to review.
This will open the detailed view of the selected ticket.
Ticket view structure
Inside the ticket, you’ll find a structured conversation between you (the client) and the Livantra support team.
The interface is divided into two parts:
| Section | Description |
| Messages | Displays all exchanges between you and the support team. Each message includes the sender’s name, date and time, and message content. |
| Reply | At the bottom, you’ll find a text box where you can write your response or update. Once your message is ready, click “Send reply” to send it immediately to the team. |
How to interact with support
To continue communication or provide new information:
- Write your message in the Reply field.
You can include extra details, clarifications, or follow the team’s instructions. - Click “Send reply.”
- Your message will appear instantly in the conversation history, displayed in chronological order.
Each time the Livantra team replies, you’ll see their response on the same screen - no need to open a new ticket.
Ticket status
During the communication process, tickets can have the following statuses:
| Status | Meaning |
| Open | The ticket is in progress and awaiting response or follow-up. |
| Closed | The issue has been resolved or finalized. You can still view it in the Closed tab. |
Once a ticket is closed, you can’t reply in the same thread, but you can always create a new one if a related issue arises.
Tips for better tracking
- Be clear and specific in your messages.
- Include screenshots or files that help the team understand your issue.
Advantages of the tracking system
- Centralized communication with Livantra support.
- Full conversation history accessible at any time.
- No information loss or need for external emails.
- Transparent and up-to-date tracking of your request.
- Fast responses and message traceability.
Result
The Support → Ticket Tracking module allows users to manage all communication with the Livantra team clearly and efficiently. Thanks to this feature, users can maintain full control over their requests, receive personalized assistance, and ensure that any issue is resolved effectively - all within the platform.
